Customer Service Representative

Job DescriptionA customer service rep will provide service to their assigned accounts and any team call routed to them. Responsibilities include, but not limited to: phone, fax, e-mail, and processing orders, credits/RGA’s. The customer service rep is the main contact for information to the customers. Provides support to the sales team by answering questions and troubleshooting. Must put resolution and closure to issues reported. Organizational RelationshipThis position reports to the Manager, Customer Service. AccountabilitiesUse basic knowledge of all aspects of customer service functions to successfully maintain daily account responsibilities. Build team relationships to team responsibilities.

Basic phone and order entry skills. Excellent understanding of basic product knowledge. Effectively communicate with customer, team, and management. Self-development/continuous education – develop with Supervisor. Answer phone calls from accounts regarding product, delivery, and design. Respond to faxed inquiries from accounts. Communicate with scheduling department on delivery requirements. Investigate requests for no charge replacement items. Issue return authorizations, as needed. Provide customer with order status. Service the customer base by fielding telephone calls and providing information on the status of orders, lead-time inquiries, technical product information, resolution of problem situations, and pricing inquiries.

This communication takes place within all levels of our customers’ organization, from the President to the Purchasing Agent & Sales. Communicate internally with scheduling, traffic, manufacturing, sales reps, and shipping to assist customers with concerns or special needs. Issue Credit and RGA’s. Maintain knowledge of new products, product changes. Processing and maintenance of cabinet and part orders. Customer account maintenance an training on ordering procedures and processes. Process quality alerts. Lead investigation, make decisions and resolve customer problems. Place customer orders for additions and replacements.

Process and authorize product return authorizations, credits, bills, payments to our delivery, countertop, and glass vendors. Maintain delivery dates of truckload and job-site orders. Must adhere to all company and Health & Safety policies as indicated in the Associate Handbook and Standards of Business Conduct Handbook. Consistently demonstrate Six for Success: Be trustworthy, Commit to your team, Listen to understand, Serve your customer, Prepare and plan, and Deliver the result. Perform other duties as may be assigned at management’s discretion. QualificationsCharacteristics & AttributesSelf-motivated, team oriented. Solid organizational skills, ability to manage multiple tasks at once. Effective team player.

Strong service mentality – dedicated to satisfying the customer. Strong oral and written communication skills. Demonstrates accuracy in work produces. Bilingualism in English and French is considered an asset. Education & ExperienceCustomer service background. Order entry, computer skills – Word, Lotus Notes, Excel. College experience and/or two-year degree preferred. Strong product channel knowledge. Extensive knowledge of product and cabinet installation. Additional InformationFor nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers.

That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices. Visit www. masterbrand. com to learn more and join us in building great experiences together!Equal Employment OpportunityMasterBrand Cabinets LLC is an equal opportunity employer.

MasterBrand Cabinets LLC’s policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

Reasonable AccommodationsMasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at staffing@masterbrand. com.